Contact Center Manager

Contact Center Manager

Requirements

• Two years of managerial experience
• Ability to analyze information and make recommendations accordingly
• Strong written and verbal communication skills
• Proficiency in Word, Excel and Outlook
• Flexibility with hours and shifts

Responsibilities

• Oversee the contact center, including maintaining the departments’ ability to provide the maximum level of sales and service to the client in the most pleasant, efficient and cost effective manner.
• Optimize the use of reservations staff to ensure all contacts, phone, email and chat are handled quickly and efficiently meeting all KPI standards.
• Interview, select and develop training for supervisors and lead agents. Maintain goals for production and efficiency for the supervisory staff, perform salary and performance evaluations, counsel and advise regarding serious disciplinary matters and assist with agent reviews, monitoring and coaching.
• Monitor and analyze department performance with the Director of Journese and the cruise desk to ensure all brands are working to maximum efficiency.
• Work with other departments to resolve escalated customer issues and identify problem areas and direct the supervisors on how to resolve them.
• Organize and develop methods for distributing information from outer departments and to ensure the maximum level of interdepartmental communication. Make recommendations to correct existing procedures, and resolve problems when necessary.
• Participate in recruiting Reservations new hire classes as necessary with HR.
• Oversee equipment problems and work with IS to resolve in a timely and efficient manner.
• Develop and encourage smooth inter-department relations and conduct staff meetings to ensure good communication.
• Performs other duties as assigned.

Preferred Qualifications

No preferred qualifications provided.